Information Technology Help Desk Analyst
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The IT Helpdesk Analyst – L1 Support acts as the initial point of contact for all internal IT support issues across SOLM. This role focuses on providing frontline support to a global user base across multiple time zones and technologies, with a special emphasis on macOS, Windows, and SaaS tools. The analyst will log and manage tickets via Salesforce Service Cloud , provide timely responses, and deliver an excellent end-user experience.
The role requires outstanding communication skills , a calm and soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
- End-User Support
- Serve as the first point of contact for all IT-related queries, incidents, and requests via Salesforce Service Cloud (ticketing system).
- Support end-users across macOS and Windows 10/11 environments.
- Provide remote assistance using Zoom, Teams, and other collaboration tools.
- Assist with access issues, password resets, MFA support, and basic software troubleshooting.
- Issue Troubleshooting & Escalation
- Troubleshoot hardware and software issues related to:
- Office 365 (Outlook, Teams, OneDrive)
- VPN, RDP, internet/network connectivity
- Printing, conference room equipment, endpoint configurations
- Escalate unresolved technical issues to L2/L3 support based on standard SLAs.
- Record all actions, communications, and outcomes in the ticketing system.
- Stakeholder Engagement & Communication
- Communicate technical solutions clearly to users with varying technical skill levels.
- Maintain professionalism when working with international colleagues and leadership.
- Exhibit excellent verbal and written English communication with a courteous and empathetic approach.
- Collaborate with internal teams and support global operations across North America, EMEA, LATAM, and APAC regions.
- Device and Access Management
- Assist with user onboarding/offboarding (Active Directory, Azure AD, O365).
- Perform basic macOS user configuration and application setup.
- Coordinate device provisioning, handoffs, and return logistics.
- Track assets in alignment with company inventory procedures.
- Security and Compliance
- Guide users on secure password practices and endpoint protection basics.
- Detect and report unusual behavior or phishing incidents to the security team.
- Ensure compliance with IT security policies in daily support tasks.
- Evaluate and recommend new technologies and solutions to improve operations.
- Drive innovation and continuous improvement within the IT infrastructure.
- Plan and execute technology upgrades and modernization efforts.
- Implement backup solutions and ensure data integrity and availability.
- Vendor Management and Collaboration :
- Manage relationships with vendors and service providers.
- Evaluate and select third-party solutions and services.
- Coordinate with external partners for support and services.
- Ensure vendor deliverables meet organizational standards and requirements.
- Communication Skills :
- Effective Communication : Clearly articulate technical concepts and solutions to both technical and non-technical stakeholders.
- Soft-spoken demeanor , and the ability to liaise effectively with regional stakeholders and internal teams in a professional, culturally sensitive manner.
Essential
- Bachelor's Degree in Computer Science, Information Technology, or equivalent.
- 3-5 years in an IT Helpdesk or Desktop Support role.
- Soft-spoken and user-friendly demeanor – with an empathetic approach.
- Multi-regional collaboration – ability to support and engage across global teams.
- Problem-solving mindset – proactive, patient, and calm under pressure.
- Flexible to work on different time zone.
Technical qualifications
- Exposure to ticketing systems like Salesforce Service Cloud , Jira, or ServiceNow.
- Technical Skills
- Operating Systems: Windows 10/11, Windows Servers, macOS (basic to
intermediate level)
- ITSM Tools: Salesforce Service Cloud (must), Jira, Remedy
- Collaboration Tools: Microsoft 365, Teams, OneDrive, Zoom, Slack
- User Access: Active Directory, Azure AD, MFA tools
- Endpoint Security: Awareness of antivirus, phishing alerts, and endpoint monitoring
basics
IT HELP DESK TECHNICIAN | 12 month contract with opportunity for Full-time | Global company based...
Posted today
Job Viewed
Job Description
IT HELP DESK TECHNICIAN | 12 month contract with opportunity for Full-time | Global company based in South East Melbourne
- A global company based in South East Melbourne
- 12 month full-time contract with opportunities for Full-Time position
- 50-55k + Super
Our client is looking for their next IT Help desk Technician to join their culture of high performing and innovative people. Be part of a global, diverse and inspiring company committed to treating everyone with mutual respect.
This role is a 12 month contract with opportunities to become Full-time after contract. As an IT Helpdesk Technician you are the first point of contact for support for the corporation’s IT and business systems world wide.
Working independently and part of a team, as an IT Helpdesk Technician you will be responsible for providing a high level of technical, functional and customer support for all business systems with a continual focus on supporting and enhancing the corporation’s productivity.
Key skills and responsibilities include; but not limited to:
- To provide regional/global IT support to customers, assisting them with hardware and software problems via phone, email, in person and other forms of interaction
- To maintain a high degree of customer service for all support queries
- To take ownership of user problems and be pro-active when dealing with user issues. To log all calls on the call logging system. To assign and escalate incidents to other IT employees as required
- Endpoint management and ownership including but not limited to imaging & configuring PCs, laptops, thin clients, mobile devices, phones and peripherals
- Knowledge of telecommunications and server equipment as required by location. (VoIP, IP, Ethernet, LAN / WAN. Understanding of the Citrix XenApp environment. Understanding of Lotus Notes/Outlook. Exposure to Video Conferencing. Exposure to Windows OS (Windows 7, Windows 10). Some limited exposure to VMWare and server environment.) – May vary by local needs
- Ability to implement the principles of continuous improvement and identify patterns and problems
- IT Experience required. Business experience and working in IT helpdesk or infrastructure environments advantageous
- Related industry degree highly desired
If you would like to be part of a great team with training, development and career progression APPLY NOW!
This position has been filled, but openings for this type of position come up very frequently. We highly recommend to Register Your Interest below so that you will be the first to know when the next position opens up.
IMPORTANT: It is a requirement of all our jobs that you have a PR or AU/NZ Citizenship. A work visa is not sufficient as all our jobs are permanent. Please do not apply if you do not meet these requirements.
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